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Dealing Confidently with Difficult People At Work

18-19 Jul, 2022, AC Hotel Kuala Lumpur by Marriott (Formerly known as Vistana Kuala Lumpur)

IPA Training is Registered with

Venue Details

AC Hotel Kuala Lumpur by Marriott (Formerly known as Vistana Kuala Lumpur)
9 JALAN LUMUT OFF JALAN IPOH,, KUALA LUMPUR, MALAYSIA, 50400,

https://www.marriott.com/en-us/hotels/kulka-ac-hotel-kuala- lumpur/overview/?scid=45f93f1b-bd77- 45c9-8dab-83b6a417f6fe&y_source= 1_MTQ2NDU5MDEtNDgzLWxvY2F0a W9uLndlYnNpdGU%3D


Fax : 0 3-40428000

Contact us

FOR COURSE DETAILS

Juliany,

Office: 03 2283 6109

Mobile: +60 122281247

juliany@ipa.com.my

Phoebe,

Office: 03 2283 6100

Mobile: +60 193637822

phoebe@ipa.com.my

Bee Teng,

Office: 03 2282 6112

Mobile: +60 172566121

beeteng@ipa.com.my

FOR CUSTOMISED IN-HOUSE TRAINING

Jane,

Office: 03 2283 6101

Mobile: +60 129418251

jane@ipa.com.my

Keith,

Office: 03 2283 0000

Mobile: +60 162272735

keith@ipa.com.my

ADDRESS

A-28-5, 28th Floor, Menara UOA Bangsar,
No.5, Jalan Bangsar Utama 1,
59000 Kuala Lumpur

FOCUSING ON
  • Identifying Difficult People
  • Types Of Difficult People
  • Communicating Assertively With Difficult People
  • 3 Types Of Ego And Personalities At Work
  • Managing Conflict Strategies
  • Selling Your Ideas To A Difficult Boss
  • Handling Criticism From Difficult People
  • Creating Harmonious Working Relationship
OBJECTIVE

Find your answers on how to play your role, carry out responsibilities and manage difficult people confidently at work all times.

 

Through this course, participants will gain insight to deal assertively with others according to respective situations. Develop important skills to manage bosses as well as co-workers and how to control your audience by your actions. They will also learn core concepts on difficult human behaviour and communication skill to produce excellent relationship with everyone at work place.

 

This course is designed with practical sessions that make the learning process interesting.


METHODOLOGY

This is a practical course with many hands on activities to allow participants to experience what they learn first. Methodologies used are:

  • Problem analysis
  • Case study
  • Role play
  • Games
  • Group discussion
  • Interactive Lecture
WHO SHOULD ATTEND

Designed For Managers, Executives & Supervisors.

COURSE LEARNING OUTCOMES (CLO)
  1. Identify the skills learnt immediately at work
  2. Define and discover how to manage conflict constructively
  3. Describe and communicate your needs with
    difficult people
  4. Identify and understand human behaviour from a
    different perspective
  5. Choose more positive and professional image at work
  6. Handling criticism more positively.
 
DAY 1
9:00 IDENTIFYING DIFFICULT PEOPLE
  • Overview of “Difficult” Scenario At Work
  • How Do You Define Difficult People?
  • Challenges Created By Difficult People
10:45 TYPES OF DIFFICULT PEOPLE
  • Understand Why People Are Difficult?
  • 6 Types of Difficult People
  • Are We Also Difficult People?
1:00 Lunch

2:00 COMMUNICATING ASSERTIVELY WITH DIFFICULT PEOPLE
  • 3 Ways of Communicating Effectively
  • The Right Words To Use
  • Correcting Your Tone of Voice
  • Positive and Negative Body Language at Work
3:45 3 TYPES OF EGO AND PERSONALITIES AT WORK
  • Understanding Your Actual Responsibilities
  • 3 Types of Human Ego
  • The Ideal Personality To Handle Difficult People
5:00 End of Day 1

DAY 2

9:00 MANAGING CONFLICT STRATEGIES
  • Pre-empts By Responding
  • Empathy Vs. Sympathy
  • Managing “Right” or “Wrong” Situations
  • Art of Turning Negativity to Positive Thoughts
10:45 SELLING YOUR IDEAS TO A DIFFICULT BOSS
  • Different Levels of Listening
  • The Best Way to Listen
  • Strategies to Sell Your Ideas To Management and Others
1:00 Lunch

2:00 HANDLING CRITICISM FROM DIFFICULT PEOPLE
  • How To Receive Criticisms Positively
  • Techniques to Manage Our Emotions
  • Managing Other People’s Emotion
3:45 CREATING HARMONIOUS WORKING RELATIONSHIP
  • Truth About Office Politics
  • Using Grapevine Strategically
  • Forgiving People Who Are Different From Us
  • Formula For Excellent Interpersonal Relationship
5:00 End of Course